• Customer Program Manager II

    Job Locations US-CA-Berkeley
    Requisition ID
    Program/Project Management
  • Who are we?

    Ever checked in somewhere on social media? Ever tracked your online orders?”  You might be using HERE Technologies every single day without even realizing it. You can find us everywhere: in vehicles, smartphones, drones or third-party apps. We believe that with the right people, we will continue to be a game-changer in the technology industry and improve the daily lives of people around the world.  Find out more by clicking the video below or going HERE.


     As part of the Global Technical Services organization, the CPM II is a critical component of our customer engagement success. This leadership position is responsible for driving engagement and delivery of location-based solutions with large-scale B2B customers in government, fleet, smart cities, on-demand, semiconductor and consumer. Key accountabilities and outcomes include on-time, on-budget and high-quality program delivery; relationship management; and business management. With a passion for program execution, relationship building and business acumen, you will be regarded as the trusted advisor by both customers and internal HERE sales and product teams.


    The ideal person will have a thorough understanding of the software development process (both Agile and Waterfall) and has the experience to coordinate multi-disciplinary teams spread across multiple continents. For example, in this role, you will at times have to delve deep into technical topics such as map rendering, geocoding, routing, positioning, search, and server infrastructure planning to liaise between the customer and internal teams. And at other times you will have to coordinate with Sales, Marketing, Legal and other business teams to support contractual topics. There is no lack of variety - either business or technical in this job.”

    What's the role?

    1. Delivery and Program Execution:
    • All aspects of program management including schedule, budget, and resources, as well as pre- and post-contract execution support
    • Manage multiple customer programs from scoping via requirements gathering through product launch and activation for leading Mobile, Web, automotive OEM and consumer electronics customers
    • Deploy launched products and solutions into operational divisions (Quality Assurance, System Integration, Customer Acceptance Testing)
    • Cross-functional internal team management (e.g. Places, Positioning, Apps, MSP, POIT, SPC, etc.)
    • Aggressively manage and mitigate any program risks/issues
    • Manage communications across the entire program team, and into the client organization.
    • Report project status regularly to Senior Management including milestones, KPI’s and escalations if necessary through weekly dashboards and other program reviews.

    1. Relationship Management:
    • Cultivate lasting relationships built on trust and mutual respect
    • Lead as the primary interface to customer ensuring all aspects of customer engagement are being implemented efficiently and seamlessly as defined through SOWs, Contracts, or Plans of Record (POR)
    • Drive program governance through regular internal and customer team meetings, summits, workshops or steering committee meetings and lead the process for dispute and issue resolution
    • Serve as Voice of the Customer (VOC), capturing the spoken and unspoken needs of customers and communicate regularly to the various HERE product teams to help drive the future roadmaps of the HERE product portfolio 

    1. Business Partner:
    • Own process to track and report on financial performance of customer programs including revenue and costs
    • Support Sales Account Executives / Business Development leads in all aspects of pre-sales including, but not limited to, preparing presentation materials and presenting to customers, reviewing business models, and supporting in development of term sheets, contracts, and responding to RFP/RFQs
      • Serve as a conduit between product and sales for providing product vision, value proposition, direction, commercial offer and roadmap to potential customers.  This includes things like providing standard documentation (e.g., roadmaps, product offerings) for general use to sales teams and attending customer sales meetings

    Who are you?

    • Education:
      • Undergraduate degree required, MBA preferred (grad. Degree preferred)
      • Degree in Computer Science, Computer Engineering, Electrical Engineering, Operations Research preferred
      • Certifications: PMI/Six Sigma preferred
      • Working knowledge of product management processes (including product vision; customer requirements)
    • Work Experience:
      • 10+ years of technology experience with at least 5 years in a senior program manager leadership role
      • Proven track record in major account/customer management (e.g., Enterprise customers).
      • Proven track record in delivering large-scale programs to market
      • Excellent oral presentation skills incl. the ability to simplify complex thoughts/ideas
      • Proven ability to interface and manage with all levels of an organization
    • Industry Experience:
      • High technology B2B or B2B2C experience required
      • Sound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic
      • Thorough understanding of Agile software development philosophies and methodologies - particularly the tools and practices around SCRUM
      • Knowledge of mobile operating systems including Android, and iOS
      • Solid understanding of high-availability, high throughput and low latency Web Services
      • Hands-on knowledge of defect tracking systems such as Jira and Bugzilla
      • Strong use of collaboration tools such as Confluence wiki and Sharepoint
      • Ability to use HERE’s APIs and SDKs to develop sample and demo apps in Java, Objective C, C++, Python, etc. is highly desirable
      • Knowledge of one or more segments including government, fleet, smart-cities, on-demand, semiconductor and consumer is highly desirable
    • Competencies
      • Outstanding interpersonal and communication skills (both oral and written) for appropriate interaction across all management levels
      • Proven track record of establishing and maintaining strong cross-team working relationships and collaboration
      • Strong soft skills including active listening, diplomacy, dispute resolution, negotiation
      • Strong ability to lead, coach and motivate a team of highly talented individuals distributed across multiple geographies
      • Demonstrated leadership ability to influence others outside of one’s own direct managerial line of control
    • Able to travel 25% both domestic and international  #LI-KH1


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